Return Policy
1. Scope and Legal Basis
These Terms and Conditions are based on the EU Consumer Rights Directive (2011/83/EU) and its transposing legislation. They apply to all EU consumers who purchase eyewear and sunglasses through distance selling channels, such as our website (virtuospro.com) and email ([email protected]). Even if our operating entities are located outside the EU, these Terms and Conditions apply to EU consumers.
2. Cooling-off Period and Right of Withdrawal
2.1 Length of the Cooling-off Period
EU consumers have a 14-day cooling-off period (also known as the right of withdrawal) from the date they received the product, during which they may request a return or exchange without giving any reason or explanation.
2.2 Cooling-off Period Calculation Start Date
For standard products: Calculated from the date the consumer actually receives the product
For set products: Calculated from the date the last item is received
3. Return and Exchange Conditions and Exceptions
3.1 Product Condition Requirements
Products must meet the following conditions for return or exchange:
Products must be unused, with no scratches on the lenses or deformation of the frames
Original packaging must be intact, including all accessories, labels, and instructions
Proof of purchase (order number, invoice, etc.)
Products must be in the same condition as when they were exported and not subjected to unauthorized repairs or modifications
3.2 Exemptions
According to EU regulations, the following situations are not eligible for unconditional returns or exchanges:
Opened personal hygiene products, such as combination products with contact lens solution
Products damaged due to improper use by the consumer
4. Return and Exchange Process
4.1 Application Steps
Submit a return or exchange request during the cooling-off period by:
Send an email to [email protected] (please indicate the order number and reason for return).
Fill out and upload the standard withdrawal form in the website download center.
We will confirm your request within 3 business days and provide a return authorization number and detailed instructions.
4.2 Return Arrangements
Consumers must ship the product within 14 days of receiving the return authorization.
We recommend using a trackable shipping method and retaining shipping receipts for at least 6 months.
Returns within the EU can apply for tariff reductions and exemptions by presenting export documentation (such as INF 3 form).
4.3 Costs
Unconditional returns during the cooling-off period: Customers are responsible for return shipping costs.
Returns due to product quality issues: We cover all shipping costs.
Failure to complete the return within the cooling-off period or if the product does not meet the required condition: Storage fees or depreciation charges may apply.
5. Refund and Exchange Processing
5.1 Refund Policy
We will refund eligible returns within 14 days of receiving the product.
Refunds will be processed using the same method of payment. Specific payment times are:
Credit card payments: 3 Within 5 business days
Bank transfer: Within 5 business days
The refund amount includes the full product price and the original shipping costs (in the case of quality issues)
5.2 Exchange Process
Consumers may exchange the product for a different color/specification of the same model.
Price difference: Refund if the amount exceeds the purchase price, and supplement if the amount exceeds the purchase price. Payment will be settled through the original payment method.
6. Dispute Resolution and Complaints
Disputes regarding returns and exchanges may be resolved through negotiation at [email protected].
If negotiation fails, consumers have the right to complain to the consumer protection authority in their Member State.
EU Online Dispute Resolution Platform: [ODR Platform Link]
7. Updates and Interpretations of Terms
These Terms will be updated from time to time based on changes in EU regulations. Major changes will be notified 30 days in advance via a website announcement. Matters not covered by these Terms will be interpreted in accordance with the Consumer Rights Directive and relevant Member State laws.
Contact Us:
Customer Service Email: [email protected]